Current vacancies

Team Leader - Customer Contact and Research (Ref R00185)

Team Leader - Customer Contact and Research

Job description

Job title: Team Leader -  Customer Contact and Research
Salary: £55,200
Location: Flexible within any Scottish Enterprise office in Scotland
Department: Customer Experience and Products
Grade: 4
Duration: Permanent 
Closing date: 18 January 2022
Job ref no: R00185

Scottish Enterprise is Scotland’s national economic development agency and a non-departmental public body of the Scottish Government. To deliver a significant, lasting effect on the Scottish economy, we work with partners in the public and private sectors to find and exploit the best opportunities. Scottish Enterprise is committed to growing the Scottish economy for the benefit of all, creating more quality jobs and a brighter future in every region.

Our customers need access to many of our services across multiple channels and we want them to receive a consistently positive experience at every stage of the journey. In order to respond to these needs, Scottish Enterprise is seeking to recruit a Customer Contact and Research Leader within our Business Support and Advice directorate.

As the successful applicant, you’ll help to manage a well-established and highly regarded team to implement our vision to offer businesses a omnichannel customer contact service which provides simple and streamlined access to information, signposting and advice.

This new role presents an exciting opportunity and considerable scope for you to shape the detail of how our new service is developed.

The difference you'll make

You will manage the operational delivery of the Research and Enquiry Teams. This means providing tailored research to businesses and servicing a high volume of customer enquiries for Scottish Enterprise, Business Gateway, South of Scotland Enterprise, and the Find Business Support website.

It will be necessary for you to provide clear direction, support, coaching and mentoring to your team members in order to maximise the contribution they make towards our business plan.

You’ll also manage the development and delivery of our enhanced Customer Contact Experience which focuses on developing shared processes, tools, and ways of working, to ensure a smooth customer journey.

The project will offer more choice and make it easier for customers to access the right support at the right time. As well as leading this project, you’ll also act as senior for individual projects under same customer contact strategy.

The qualities you'll bring

You will have the following skills and experience:

  • People management experience and experience of developing people through coaching
  • Experience as a project manager
  • Strong communication and influencing skills
  • Experience of working with external partners and building strong relationships
  • Experience of analysing data to generate insights and service improvements
  • Knowledge of omnichannel solutions including digital service delivery - through messaging platforms and digital self service solutions, for example

How to apply

If you're interested in this role, please send us your application form by 18 January 2022.

  • 1st stage interviews will be held on 27 January 2022

  • 2nd stage interviews will be held on 7 February 2022

Disability confident employer

Disability confident employer

Investor in people

Stonewall Scotland Diversity Champion

Stonewall Scotland diversity champion

Working families employer

We're supporting age positive

Age Positive supporter

Carer positive employer in Scotland

Carer Positive employer in Scotland

Young Person's Guarantee employer